B2B Customer Experience: A Practical Guide to Delivering Exceptional CX

B2B Customer Experience is a bestselling and practical guide to creating exceptional customer experiences for the modern B2B consumer. It explores key topics such as AI, the role of IT in customer experience, and customer relationship management. The new edition provides new case studies, tactics, and strategies to help build an effective customer experience plan, and aims to guide the reader on how to successfully incorporate AI into their strategy while delivering great customer experience.

Format: Paperback / softback
Length: 272 pages
Publication date: 03 May 2023
Publisher: Kogan Page Ltd

This bestselling and practical guide is your ultimate resource for creating exceptional customer experiences for the modern B2B consumer. In this comprehensive new edition, we delve into key topics such as artificial intelligence (AI), the vital role of IT in customer experience, and customer relationship management (CRM).

B2B Customer Experience: Navigating the Path to Exceptional Customer Experience in the Business-to-Business Realm is a comprehensive guide designed to empower readers with the knowledge and skills necessary to deliver the very best customer experience within the B2B industry.

Organized into five distinct parts, this book takes you on a journey of planning, mapping, structuring, implementing, and controlling an effective customer experience tailored specifically for the unique needs of B2B businesses. Each chapter is packed with practical insights and actionable strategies to help you navigate the complexities of the B2B landscape and create a customer experience that sets your organization apart.

In this newly revised edition, we have included new case studies that showcase both good and bad customer experiences, providing valuable insights into what makes for exceptional customer service. We have also introduced new tactics and strategies to help you build an effective customer experience plan that leverages the power of AI while still delivering exceptional customer satisfaction.

Drawing from some of the most renowned examples of consumer-focused customer experiences from companies like Zappos, Nordstrom, and John Lewis, B2B Customer Experience serves as a valuable reference for marketing professionals working within the B2B environment. It provides a comprehensive understanding of the latest trends, best practices, and innovative approaches to customer experience management, enabling you to stay ahead of the competition and drive business growth.

Whether you are a CEO, marketing manager, customer service representative, or anyone else responsible for enhancing customer experiences in your B2B organization, this book is a must-read. It offers a wealth of practical knowledge and actionable insights that will help you create a customer-centric culture, build strong customer relationships, and drive sustainable growth.

So, why wait? Take control of your customer experience journey today and unlock the full potential of your B2B business with B2B Customer Experience: Navigating the Path to Exceptional Customer Experience in the Business-to-Business Realm.

Weight: 410g
Dimension: 155 x 234 x 18 (mm)
ISBN-13: 9781398608511
Edition number: 2 Revised edition